by Axel Rondon
An online gambling club is gambling games available through a downloadable program or browser. The variety of types is impressive, the count goes to hundreds. This is keno, roulette, lotteries, blackjack and many others. Pokies are the most popular among customers.
Licensing
A legal establishment must have a license, which can be obtained in almost all countries of the world. It is easy to check the availability of the document - you need to click on the license image located in the footer of the site, then go to the validation page. In such companies, everything is honest, you can not be afraid of deception and fraud
Opening hours
Communication with the service staff is available around the clock. The online casino operates 24/7. Questions that arise for gamblers are resolved at any time. Operators, as a rule, work in shifts.
What tasks does the technical support service face:
· responding to the slightest user problems;
· preventing and eliminating technical failures;
· maintaining systems in working order;
· stabilizing new programs and processes.
Issues that customer support should resolve:
· visitor authorization;
· verification;
· transactions;
· assistance in receiving winnings;
· information about bonuses, about the features of pokies or roulette;
· consultation of new gamblers about the functionality of the site, the rules of the establishment;
· prompt answers to any questions.
Types of communication with clients
Visitors maintain contact with the technical support service through several types of communication of their choice.
E-mail:
when sending messages from an online casino, there is no need to confirm your identity. Sometimes operators may request the gambler's account details;
when communicating, it is allowed to use only the address that was specified during registration;
correspondence is subject to storage, it can be used in the event of disputes;
this type of communication does not require payment.
The disadvantage is the length of time it takes to resolve issues. Therefore, if something needs to be resolved urgently, it is not advisable to use email.
Many companies have toll-free phone numbers. These are mainly numbers for gamblers from countries that play at a given online casino.
Live communication with the operator is the advantage of this type of contact, which makes it possible to quickly solve the problem.
Disadvantages:
Not all gambling clubs have toll-free numbers.
If there is a need to confirm the client's identity, it is impossible to do this by phone.
The technical support chat is practically free of inconveniences:
No need to pay for it.
· No need for identification, as it is confirmed when you log into your account.
· Prompt resolution of all problems.
FAQ Section
FAQ (translated from English as "frequently asked questions") is an important section on the site. The program reduces the workload of support specialists, since they do not have to consult different visitors on the same questions. All standard information on typical topics is loaded on this page, here users can find many answers themselves.
GRM system
Using a GRM system (translated from English as "customer relationship management") allows you to automate the processes of servicing gamblers. It opens up a whole range of opportunities for technical support specialists in the field of management activities. This is automation of work with users, prompt service, quick access to the database and, as a result, increasing their loyalty to the institution. The program is equipped with a control function, which allows you to quickly track the sales process. The system is ideal for orientation in the needs of visitors. Using this tool significantly simplifies the work of the service
What knowledge and skills should support specialists have?
Technical support operators are the first to whom new visitors and regular players turn when any questions arise. The workers are required to solve various problems. Their main task is to ensure that the gambler is satisfied with the platform.
To do this, employees must have a certain level of knowledge and skills:
understand the intricacies of the gambling industry;
· have methods for quickly searching for information;
· have techniques for communicating correctly with users;
· know the rules and conditions of the casino;
· understand how to resolve a conflict situation;
· have a good conversational level of English (requirements for knowledge of other languages may be required, this depends on the operating markets and target audience).
Necessary skills:
Patience. It is important to remain calm when communicating with a gambler, be correct, attentive, helpful, show the user that his question is very important and will be resolved immediately.
2. Tolerance. The employee must be indulgent to the individuality of the person. If he cannot formulate his question correctly and shows irritability, treat this with understanding. The operator always gives a simple explanation so that the user quickly understands everything.
3. High-level knowledge of the product. Technical support specialists must know their product perfectly. They need to understand how it works, what clients get when using it, why problems arise, what are the methods for eliminating them. Only in this case can you count on full assistance.
4. Time management. Time must be saved - both yours and the visitor's. Issues should be resolved as efficiently as possible. An operator who lacks qualifications redirects the gambler to the right specialist.
5. Positive thinking. An employee is not always able to please a visitor if he is upset by a big loss, communicates aggressively, is rude. In such cases, you need to try to calm him down, make sure that the player remains tolerant of the platform and does not go to another company.
6. Reliability. A gambler can rely on the technical support service, when operators are always on site, provide all kinds of assistance and do everything in their power.
7. Continuous improvement. Specialists must improve their professional level, have information on all changes and innovations.
Performance indicators of the department
Which online casinos have customer support?
All popular casinos have a casino player support service and many pokies reviews. If you go to a casino website and there is no online support, you can safely leave it and not start the game, since all self-respecting gambling establishments have long had an online player support service. Also, gambling establishments post a maximum of useful information on their page with answers to players' questions. Gamblers often face problems that they cannot solve on their own. Therefore, all online clubs provide services that allow you to get advice from specialists as quickly as possible. Such a service is provided by the technical support service, or "support". Each operator is given access to all casino data that a visitor may need.
If a company does not develop its own software, but delegates it to a third-party organization, the contractor provides non-stop support. Consequently, the need for internal specialists disappears. The technical assistance service plays a significant role in forming a positive image of the company.
There are many criteria by which the quality of support work is assessed. Some of the most effective are the following indicators:
The interval during which the operator answers the user's call. The longer the interval, the worse the rating.
· How often visitors ask for help. When the number of requests is large, you should check if there are any problems with the placement of information on the site and the software.
· The number of closed questions in the total number of requests. The higher this evaluation criterion, the better the employees serve the players.
· Evaluation of the effectiveness of each specialist individually.
· The loyalty index shows the attitude of gamblers to the online casino. It is high if customers are ready to recommend it to their friends and acquaintances.
· User satisfaction is the most important indicator. Potential customers will come to the platform if they know that the service works perfectly. In this case, the company's revenue will increase.
Employee control
Conversations between department specialists are recorded and then analyzed by management. If problematic situations are identified (providing incorrect or incomplete information, improper communication with the player), an internal investigation is conducted, the offending employee may be sent for retraining or even fired.
One of the decisive factors influencing visitors when choosing a gambling establishment is a strong, professional, loyal technical support service. Its high-quality work has a positive effect on the user experience. The support staff of most online gambling clubs are professionals who know everything and can help solve almost any problem. They are well trained, always in touch, so assistance is provided in a timely manner, very high-quality and detailed. The attraction, retention of clients, well-being and profit of the business directly depend on the work of service operators.
Licensing
A legal establishment must have a license, which can be obtained in almost all countries of the world. It is easy to check the availability of the document - you need to click on the license image located in the footer of the site, then go to the validation page. In such companies, everything is honest, you can not be afraid of deception and fraud
Opening hours
Communication with the service staff is available around the clock. The online casino operates 24/7. Questions that arise for gamblers are resolved at any time. Operators, as a rule, work in shifts.
What tasks does the technical support service face:
· responding to the slightest user problems;
· preventing and eliminating technical failures;
· maintaining systems in working order;
· stabilizing new programs and processes.
Issues that customer support should resolve:
· visitor authorization;
· verification;
· transactions;
· assistance in receiving winnings;
· information about bonuses, about the features of pokies or roulette;
· consultation of new gamblers about the functionality of the site, the rules of the establishment;
· prompt answers to any questions.
Types of communication with clients
Visitors maintain contact with the technical support service through several types of communication of their choice.
E-mail:
when sending messages from an online casino, there is no need to confirm your identity. Sometimes operators may request the gambler's account details;
when communicating, it is allowed to use only the address that was specified during registration;
correspondence is subject to storage, it can be used in the event of disputes;
this type of communication does not require payment.
The disadvantage is the length of time it takes to resolve issues. Therefore, if something needs to be resolved urgently, it is not advisable to use email.
Many companies have toll-free phone numbers. These are mainly numbers for gamblers from countries that play at a given online casino.
Live communication with the operator is the advantage of this type of contact, which makes it possible to quickly solve the problem.
Disadvantages:
Not all gambling clubs have toll-free numbers.
If there is a need to confirm the client's identity, it is impossible to do this by phone.
The technical support chat is practically free of inconveniences:
No need to pay for it.
· No need for identification, as it is confirmed when you log into your account.
· Prompt resolution of all problems.
FAQ Section
FAQ (translated from English as "frequently asked questions") is an important section on the site. The program reduces the workload of support specialists, since they do not have to consult different visitors on the same questions. All standard information on typical topics is loaded on this page, here users can find many answers themselves.
GRM system
Using a GRM system (translated from English as "customer relationship management") allows you to automate the processes of servicing gamblers. It opens up a whole range of opportunities for technical support specialists in the field of management activities. This is automation of work with users, prompt service, quick access to the database and, as a result, increasing their loyalty to the institution. The program is equipped with a control function, which allows you to quickly track the sales process. The system is ideal for orientation in the needs of visitors. Using this tool significantly simplifies the work of the service
What knowledge and skills should support specialists have?
Technical support operators are the first to whom new visitors and regular players turn when any questions arise. The workers are required to solve various problems. Their main task is to ensure that the gambler is satisfied with the platform.
To do this, employees must have a certain level of knowledge and skills:
understand the intricacies of the gambling industry;
· have methods for quickly searching for information;
· have techniques for communicating correctly with users;
· know the rules and conditions of the casino;
· understand how to resolve a conflict situation;
· have a good conversational level of English (requirements for knowledge of other languages may be required, this depends on the operating markets and target audience).
Necessary skills:
Patience. It is important to remain calm when communicating with a gambler, be correct, attentive, helpful, show the user that his question is very important and will be resolved immediately.
2. Tolerance. The employee must be indulgent to the individuality of the person. If he cannot formulate his question correctly and shows irritability, treat this with understanding. The operator always gives a simple explanation so that the user quickly understands everything.
3. High-level knowledge of the product. Technical support specialists must know their product perfectly. They need to understand how it works, what clients get when using it, why problems arise, what are the methods for eliminating them. Only in this case can you count on full assistance.
4. Time management. Time must be saved - both yours and the visitor's. Issues should be resolved as efficiently as possible. An operator who lacks qualifications redirects the gambler to the right specialist.
5. Positive thinking. An employee is not always able to please a visitor if he is upset by a big loss, communicates aggressively, is rude. In such cases, you need to try to calm him down, make sure that the player remains tolerant of the platform and does not go to another company.
6. Reliability. A gambler can rely on the technical support service, when operators are always on site, provide all kinds of assistance and do everything in their power.
7. Continuous improvement. Specialists must improve their professional level, have information on all changes and innovations.
Performance indicators of the department
Which online casinos have customer support?
All popular casinos have a casino player support service and many pokies reviews. If you go to a casino website and there is no online support, you can safely leave it and not start the game, since all self-respecting gambling establishments have long had an online player support service. Also, gambling establishments post a maximum of useful information on their page with answers to players' questions. Gamblers often face problems that they cannot solve on their own. Therefore, all online clubs provide services that allow you to get advice from specialists as quickly as possible. Such a service is provided by the technical support service, or "support". Each operator is given access to all casino data that a visitor may need.
If a company does not develop its own software, but delegates it to a third-party organization, the contractor provides non-stop support. Consequently, the need for internal specialists disappears. The technical assistance service plays a significant role in forming a positive image of the company.
There are many criteria by which the quality of support work is assessed. Some of the most effective are the following indicators:
The interval during which the operator answers the user's call. The longer the interval, the worse the rating.
· How often visitors ask for help. When the number of requests is large, you should check if there are any problems with the placement of information on the site and the software.
· The number of closed questions in the total number of requests. The higher this evaluation criterion, the better the employees serve the players.
· Evaluation of the effectiveness of each specialist individually.
· The loyalty index shows the attitude of gamblers to the online casino. It is high if customers are ready to recommend it to their friends and acquaintances.
· User satisfaction is the most important indicator. Potential customers will come to the platform if they know that the service works perfectly. In this case, the company's revenue will increase.
Employee control
Conversations between department specialists are recorded and then analyzed by management. If problematic situations are identified (providing incorrect or incomplete information, improper communication with the player), an internal investigation is conducted, the offending employee may be sent for retraining or even fired.
One of the decisive factors influencing visitors when choosing a gambling establishment is a strong, professional, loyal technical support service. Its high-quality work has a positive effect on the user experience. The support staff of most online gambling clubs are professionals who know everything and can help solve almost any problem. They are well trained, always in touch, so assistance is provided in a timely manner, very high-quality and detailed. The attraction, retention of clients, well-being and profit of the business directly depend on the work of service operators.
